Problem Manager at Expedia

Sofia, Sofia City Province, Bulgaria

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Data Analytics, TechnologyIndustries

Requirements

3+ years of experience in service operations and customer-facing roles, with Incident or Problem Management experience
Fluent English
ITIL Intermediate - Service Operations qualification
Management Report writing skills
Data analysis skills, focusing across all incident and problem priorities
Ability to facilitate cross team activities and guide restoration of service and problem resolution
Understand impact on Service Level Agreements

Responsibilities

Ensure effective engagement on Problem investigations to guarantee lessons are learnt following major service affecting incidents
Ensure that all problem records are logged and updated on time within the Service Management ticket tool
Warrant that appropriate technical decisions are made, and actions taken, to help resolve Problem investigations quickly
Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptly
Conduct Post Incident Reviews for major incidents with major incident managers
Produce timely updates to Major Incident Reports, allowing client-facing teams the information required to communicate progress against root cause
Chase and escalate problem investigation actions
Ensure that RCA summary reports are sent promptly and at agreed intervals
Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and verify that these are communicated
Adhere to all regulatory requirements within role responsibility and escalate issues quickly

Skills

ITSM

Problem Management

Incident Management

Root Cause Analysis

Post Incident Review

Service Management

Major Incident Management

RCA Reporting

Escalation Management

Ticket Tool

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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